Recently, I encountered a 1-star review for my app Crochet Guidebook that read, "Clicking the buttons did not show any information." It was surprising because I had thoroughly tested the app with the help of my dedicated testing team—my daughters :). How could such a basic issue have slipped through?
How?
Determined to find the root cause, I switched to detective mode. I checked the user's Android version, phone model, screen dimensions, app version, and every other detail I could think of. After hours of testing to recreate it, I finally discovered the issue: a subtle UI bug. The information did display after clicking the button, but users had to scroll down to see it. During our testing, we had instinctively scrolled, completely missing the oversight.
The Voices
Having worked over 15 years in software development, taking on roles as a developer, tester, and project manager, I was able to hear different voices within :). The tester in me said, "This is a usability bug! Look for other similar issues in the app." The developer in me started looking for a fix, and the manager said, "Roll out the fix immediately and respond to the user." I updated the app to fix the bug and informed the user. To my surprise, they updated their review to 5 stars and left a kind comment appreciating the app's beginner-friendly approach.
The Priceless Value of Feedback
Though many users might have faced the same issue, that user took the time to leave feedback. If not for that review, I might have lost many users to the same issue. This experience reiterated an important lesson: feedback is priceless. When users share their thoughts, it gives us a chance to improve and grow.
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